Returns Policy

FAULTY PRODUCT

In the unlikely event that a product becomes faulty during its guarantee period we will be happy to assist. To report a fault, please email [email protected] with as much detail as possible, including images and your order number to allow our customer service team to process your claim.

DAMAGED PRODUCT

In the unlikely event that a product that has been delivered by us or one of our approved carriers (including special order/made to order items) is damaged, we will exchange the item or provide you with a full refund, which includes delivery charges, so long as we are notified of the product’s fault, in writing, within 3 working days. 

Please Note: By fitting, finishing or making any alterations, the doors will be deemed to have been accepted as supplied. No claims relating to damage will be entertained on any product that has been altered in ANY way. It is up to YOU, the customer to check the goods NOT the person fitting the products.

To report damage, please contact your Door Expert in the first instance with detailed information about the issue (and images, if possible), along with your order number, and they will be more than happy to help. If you are unable to reach your Door Expert then please email [email protected].

We reserve the right to inspect all returned products prior to agreeing to any part refund, full refund or exchange.

Once notified of the fault/damage we will arrange for the product(s) to be collected by ourselves or an approved carrier at our expense. We require the return of the products within 30 days of the date of the written refund request being made. At this point we will either dispatch a replacement item and advise of special order/made to order lead times or process the refund.

Any refunds will be made to the account used to purchase the original product(s).

EXCHANGE OF PRODUCTS

In the event that you wish to exchange a Todd Doors product, we will be happy to help. Providing the items are unused, in their original packaging and are in re-saleable condition, and delivered no more than 56 days ago. We will create a new order and take payment for the revised required goods and a delivery/collection fee. We aim to deliver and arrange the collection of the original goods within the same delivery slot, where possible.   

We will provide you with a refund for the value of the product(s) returned during the exchange, once they have been returned to our warehouse and inspected. Any applicable delivery charges are not refundable.

Please Note: If your area is serviced by an approved carrier, it is likely that this will be a kerbside-only service. The doors will be required to be placed on a pallet, and you will be responsible for the safe packaging and loading of the items to prevent damage in transit. We recommend reusing the materials that were used by us to make the delivery. It is possible that the collection and delivery of goods will take place at different times.

In the event that you wish to exchange a Todd Doors product, we will be happy to help.

Providing the goods you wish to return have not been worked on and are in unused condition and original packaging, we will create a new order and take payment for the revised required goods to be delivered out to you, and arrange collection of the original goods for the same delivery slot.

This approach allows a quicker turnaround and saves a collection charge being levied. Once received back to our warehouse in saleable condition the items will be refunded.

To arrange an exchange, please contact your Door Expert in the first instance with detailed information about the exchange, along with your order number, and they will be more than happy to help. If you are unable to reach your Door Expert then please email [email protected].

We can arrange for our approved carrier/one of our own vehicles to collect the product(s) from you on a mutually convenient date. This collection service carries a minimum charge of £75.00 inclusive VAT; however this may be significantly more depending on your location and the carrier used.

It may be that you would prefer to arrange your own carrier or deliver the items back to our west London warehouse during normal business hours.

Items to be collected need to be in unused condition and in their original undamaged packaging, if 14 days have elapsed since delivery then a handling charge of 15% will be applied to the invoiced value of each item returned. This handling charge will be deducted from the refund value, along with the collection charge.

You will be responsible for the safe packaging and loading of the items to prevent damage in transit. We recommend reusing the materials that were used by us to make the delivery.

All refunds will be processed within 7 days of the goods having been received, checked and accepted for return. We expect your refund to be issued by your bank approximately 3-5 working days after we have processed the refund.

CANCELLATION OF ORDER / PRODUCTS NO LONGER REQUIRED

In the event that you wish to return a Todd Doors product that is not faulty or damaged, we will be happy to help, provided the items are unused, in their original packaging and are in re-saleable condition.

Is my return eligible?

Up to 14 days after delivery:

Please contact your Door Expert to arrange a collection of the product(s). We will provide you with a refund for the value of the product(s) ordered, once they have been returned to our warehouse and inspected. Any applicable delivery charges are not refundable.

After 14 days but up to 56 days after delivery:

All return requests must be sent by email to [email protected]. We will provide you with a refund for the value of the product(s) ordered less a 15% restocking fee, once they have been returned to our warehouse and inspected. Any applicable delivery charges are not refundable.

56 days after delivery:

We are unable to accept returns for product(s) that were delivered over 56 days ago.

How do I get the goods back to you?

Returning to a collection centre:

If you are able to return the items to one of our collection points yourself, we will inspect the items and ensure that they are eligible for a refund based on our criteria set out above.

Arranging for Todd Doors to collect:

We can arrange for one of our own vehicles or approved carriers to collect the product(s) from you on a mutually convenient date. This collection service carries a minimum charge of £75.00 inclusive VAT; however, this may be significantly more depending on your location and the carrier used. If your area is serviced by an approved carrier, it is likely that this will be a kerbside-only service. The doors will be required to be placed on a pallet, and you will be responsible for the safe packaging and loading of the items to prevent damage in transit. We recommend reusing the materials that were used by us to make the delivery.

Arranging your own third-party courier to collect:

The doors will be required to be placed on a pallet, and you will be responsible for the safe packaging and loading of the items to prevent damage in transit. We recommend reusing the materials that were used to make the delivery.

All refunds will be processed within 7 days of the goods having been received, checked and accepted for return. We expect your refund to be issued by your bank approximately 3-5 working days after we have processed the refund.

CANCELLATION OF BESPOKE, CUSTOM-MADE OR MADE TO MEASURE DOORS

Once a bespoke order has been placed with full payment being made, made-to-measure, custom-made or bespoke items which are identified as (BESPOKE) (MADE-TO-MEASURE) (CUSTOM-MADE) on both the product pages and receipt are non-cancellable and non-refundable. Once an order has been confirmed and final factory sign-off has taken place, your order cannot be amended unless by mutual agreement. 

REFUNDING OF DELIVERY CHARGES

Delivery charges will only be refunded, where applicable and inline with the above returns policy, when the order is returned in its entirety. No refund shall be given, in whole or part, for returns of part orders/deliveries.